Refund Policy

Effective Date: July 2, 2026 | Last Updated: July 2, 2026

1. Introduction

At Dave's Hot Chicken, we are committed to delivering an exceptional dining experience with every order. We take great pride in the quality of our food, the accuracy of our orders, and the satisfaction of every customer. However, we understand that there are occasions when an order may not meet your expectations, arrive incorrectly, or encounter unforeseen issues.

This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are accepted, as well as the procedures you must follow to request a resolution. This policy applies to all orders placed through our website at daveshotchickengo.top and is governed by applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their purchase. Refund requests will be considered under the following eligibility conditions:

• Incorrect Order: You received items that were different from what you ordered.
• Missing Items: One or more items from your order were not included at the time of delivery or pickup.
• Food Quality Issues: The food was undercooked, spoiled, contaminated, or otherwise unfit for consumption at the time of receipt.
• Significant Preparation Errors: Your order contained an ingredient that you explicitly requested to be excluded (e.g., allergy-related requests confirmed at checkout).
• Failed or Duplicate Transactions: You were charged more than once for the same order, or a payment was processed but the order was never confirmed or fulfilled.
• Order Not Delivered: Your delivery order did not arrive within a reasonable timeframe and no satisfactory resolution was provided by the delivery partner.

To be eligible for a refund, the request must be submitted within the timeframe specified in Section 3 below. Requests submitted outside this window may not be honored at our discretion.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve any issues with your order. The following timeframes apply:

We strongly recommend that you inspect your order immediately upon receipt. Requests submitted after the applicable timeframe will be reviewed on a case-by-case basis and are not guaranteed to be approved.

4. Non-Refundable Items and Circumstances

Not all situations qualify for a refund. The following items and circumstances are generally non-refundable:

• Change of Mind: Refunds are not issued simply because you changed your mind about an item after it was prepared or delivered.
• Spice Level Preferences: Dave's Hot Chicken is known for its signature heat levels. Dissatisfaction with the spice level you selected at checkout does not qualify for a refund.
• Partially Consumed Orders: Items that have been substantially consumed will not be eligible for a full refund unless a specific food safety concern is identified.
• Customization Errors Made by the Customer: If you selected incorrect customizations, toppings, or sizes at the time of ordering, this does not qualify for a refund.
• Promotional or Discounted Items: Items purchased at a promotional price or as part of a limited-time offer may not be eligible for refund unless there is a verified quality or fulfillment issue.
• Third-Party Delivery Fees: Delivery fees charged by third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) are not refundable through Dave's Hot Chicken directly. Please contact the respective platform for fee-related concerns.
• Requests Beyond the Stated Timeframe: Refund requests submitted outside the windows defined in Section 3 will generally not be processed.

5. How to Request a Refund (Step-by-Step)

To submit a refund request, please follow the steps outlined below. Providing complete and accurate information will help us process your request quickly and efficiently.

Step 1: Gather Your Order Information

Before reaching out, please have the following information ready:

• Your full name and contact information
• Order confirmation number or receipt
• Date and time of the order
• Details of the issue (incorrect item, missing item, quality concern, etc.)
• Photographs of the food or packaging if applicable (especially for quality or safety concerns)

Step 2: Contact Us

Submit your refund request through one of the following channels:

• Email: [email protected]
• Website: daveshotchickengo.top

In your message, clearly state the subject line as "Refund Request – [Your Order Number]" to help our team locate your order promptly.

Step 3: Wait for Confirmation

Once we receive your request, our customer support team will send you an acknowledgment within 1 to 2 business days. We may request additional information or supporting documentation (such as photos) to complete our review.

Step 4: Review and Decision

Our team will investigate your claim and issue a decision within 3 to 5 business days of receiving all required information. You will be notified of the outcome via the email address provided in your request.

Step 5: Refund Issuance

If your refund request is approved, the refund will be processed according to the payment method timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your original payment method:

Please note that while we process refunds on our end promptly, the time it takes for the funds to appear in your account is also subject to your bank or payment provider's internal processing times, which are outside our control.

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following circumstances:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder of the order was fulfilled correctly.
• The food quality issue affected only one item in a multi-item order.
• You partially consumed the order before identifying the issue.
• A discount, coupon, or promotional code was applied at the time of purchase, and the refund is calculated based on the actual amount paid.

The amount of a partial refund will be determined on a case-by-case basis and will reflect the actual value of the affected items. Our team will communicate the partial refund amount to you before processing.

8. Exchange Policy

In certain cases, rather than issuing a monetary refund, we may offer an exchange or replacement as the preferred resolution. Exchanges are subject to the following conditions:

• The original order must have been placed through daveshotchickengo.top.
• The issue must be reported within the applicable timeframe as stated in Section 3.
• Exchanges are available for incorrect or missing items and are subject to product availability at the time of the exchange request.
• For delivery orders, an exchange may be provided at the time of your next order as a store credit or complimentary item at our discretion.
• In-store pickup orders may be eligible for an immediate replacement if reported at the time of pickup and before leaving the premises.

We reserve the right to offer an exchange or store credit in lieu of a cash refund where appropriate, and we will always communicate the available options to you clearly.

9. Cancellation Policy

Because our food is prepared fresh to order, cancellations are subject to strict timing limitations. Please review our cancellation terms carefully:

9.1 Online Orders

• Cancellation Within 5 Minutes: If you cancel your online order within 5 minutes of placing it and before preparation has begun, you are eligible for a full refund.
• Cancellation After Preparation Has Begun: Once our kitchen has started preparing your order, cancellations will not be accepted, and no refund will be issued.
• Cancellation After Dispatch: Once an order has been dispatched for delivery, cancellations are not accepted.

9.2 How to Cancel

To request a cancellation within the eligible window, contact us immediately at [email protected] with your order number and a request to cancel. Cancellations must be confirmed by our team to be considered valid.

9.3 Catering and Large Group Orders

For catering orders or bulk orders placed in advance, the following cancellation policy applies:

• More than 48 hours before scheduled fulfillment: Full refund issued.
• 24 to 48 hours before scheduled fulfillment: 50% refund issued.
• Less than 24 hours before scheduled fulfillment: No refund issued, as ingredients and preparation will have already been committed.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to pursue the following dispute resolution steps:

Step 1: Internal Escalation

Contact our customer support team and clearly state that you wish to escalate your dispute. Provide your original case reference number, the decision that was made, and the reasons you believe a different outcome is warranted. Our management team will review escalated cases and respond within 5 business days.

Step 2: Chargeback Through Your Bank

If you paid by credit or debit card and believe you have been charged unfairly, you have the right to initiate a chargeback through your card issuer. Under the Fair Credit Billing Act (FCBA) and the Electronic Fund Transfer Act (EFTA), consumers in the United States have legal protections against unauthorized or erroneous charges. Please be aware that initiating a chargeback without first attempting resolution with us may affect your ability to place future orders.

Step 3: Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with:

• The Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Consumer Protection Division
• The Better Business Bureau (BBB): www.bbb.org

Step 4: Legal Action

If a resolution cannot be reached through the above steps, either party may pursue legal remedies available under applicable United States law. For disputes involving small amounts, small claims court may be an appropriate and accessible option.

11. Our Commitment to Customer Satisfaction

Dave's Hot Chicken is dedicated to making every customer experience memorable for all the right reasons. We understand that food quality and order accuracy directly impact your trust in our brand. Every refund request is taken seriously and reviewed with fairness and care.

We continuously monitor our processes, train our team, and improve our quality control procedures to minimize the likelihood of issues arising. Your feedback — whether positive or critical — helps us get better, and we genuinely appreciate you taking the time to report any problems you experience.

12. Contact Information for Refund Requests

For all refund-related inquiries, please reach out to us through the following contact details. Our team is ready to assist you and resolve any concerns as efficiently as possible.

This Refund Policy was last updated on July 2, 2026, and supersedes all previously published versions. All rights reserved © 2026 Dave's Hot Chicken.